43,676 tickets. A pattern you will recognize.
For a European manufacturing group, we analyzed the complete ServiceNow history from 2020 to 2026, anonymized and traceable. The result is not an estimate but a prioritized automation list built from real data.
How we went about it.
Synchronize
Ticket sync reads the complete incident history including attachments from ServiceNow, without disrupting day-to-day operations.
Unlock
Attachments are extracted, and every case is made searchable with embeddings.
Condense
Similar cases are grouped into case types and rated by volume, resolution time, and reassignments.
Prioritize
The result is a list of the cases where automation pays off first, along with the knowledge gaps behind them.
What the data showed.
51 case types
The ten most frequent cover 48% of the total volume.
1.24 days
Median resolution time, even for routine cases like password resets.
Around 20%
Share of tickets reassigned two or more times before they were resolved.
85 articles, 20 drafts
The knowledge base was checked against real demand. nara generated article drafts for the largest gaps.
The numbers are anonymized. The pattern is universal.
Passwords, access, VPN, devices, status questions: in almost every service desk, a few case types account for the majority of the volume. Knowing them tells you where automation works first and where it does not. That is why every nara project starts with this analysis, not with a bot.
The same analysis. Your data.
We analyze your ticket history and deliver a prioritized list: which case types nara should take over first, which knowledge is missing, and what that means in hours. Then you decide whether and where to start.
Start with your own numbers.
The ticket analysis is the first step of every nara rollout.
